Registered Charity No Company Limited by Guarantee No ANNUAL REPORT YILLIK RAPOR

Transkript

1 Registered Charity No Company Limited by Guarantee No ANNUAL REPORT YILLIK RAPOR

2 CONFIDENTIALITY and DATA PROTECTION All those employed at DERMAN perform their duties within a framework of confidentiality and in compliance with data protection legislation. Personal information given to GPs, other professionals and staff by users will not be passed on to anyone outside of the service without the person s permission except where there is a legal requirement to do so i.e. child protection issues or where there is threat of self-harm or harm to another individual. 2 GİZLİLİK İLKESİ DERMAN da çalışan herkes görevini gizlilik ilkesi çerçevesinde yerine getirir. Görevlilerimize, doktora ya da diğer profesyonellere sözlü veya yazılı verilen kişisel bilgiler servisin dışına çıkamaz. Bu kural ancak ender durumlarda yasa gereği (örneğin çocuklarla ilgili Koruma Yasaları) ya da kişinin kendine veya bir başkasına zarar verebileceği durumlarda uygulanmaz.

3 Contents İçindekiler Page Sayfa Management Committee and Staff List Yönetim Kurulu Üyeleri ve Derman Çalışanları English Part Mission and Vision Equality and Diversity...6 Chair s Report Chief Executive Officer s Report...8 Service Reports Mental Health Services Counselling Mental Health Outreach and Support Service Bi-Lingual Health Advocacy Service Domestic Violence Outreach Project...14 Advice Service Türkçe Bölüm Görevimiz ve Amacımız Eşitlik ve Farklılık Yönetim Kurulu Başkanından...18 Genel Müdürün Raporu...19 Servis Raporları Ruh Sağlığı Servisleri Konuşma ile Terapi Servisi Ruh Sağlığını Destekleme ve Geliştirme Servisi Sağlık Danışmanlığı Servisi Şiddet Gören Kadınlara Destek Projesi Sosyal Haklar Danışmanlığı Servisi List of Surgeries and Clinics where we provide our services Servis Verdiğimiz Yerler...27 Accounts Funders Bankers / Auditors

4 MANAGEMENT COMMITTEE MEMBERS YÖNETİM KURULU ÜYELERİ Catriona Scott Chair, Retired Social Worker Kadriye Ali Service user Dr. Janet Kirton GP Jacqueline Elizabeth Somerville Lecturer Practitioner (Nurse) Ziya Adnan System Analyst Dr. Angela Byrne Clinical Psychologist, NHS Hülya Taşıran Researcher (resigned March 2012) Dr. Julie Sharman GP (resigned March 2012) Dr. Mehmet Aba Medical Doctor (resigned November 2011) STAFF LIST DERMAN ÇALIŞANLARI Chief Executive Officer (p/t) Nursel Taş Head of Services (p/t) Selma Altun Office Manager (f/t) Zafer Kurşun Administrative Assistant (p/t) Feyza Özcan Balaban MENTAL HEALTH SERVICE Mental Health Team Leader (p/t) Suna Güven Counsellors (f/t) Faize Yakup (f/t) Ayşenur Waring (p/t) Çigdem Taş (p/t) Sıdıka Alkan (p/t) Aksel Segura 4 Mental Health Outreach and Support Workers (p/t) Hamit Ersozoğlu (p/t) Yüksel Erdoğan (p/t) Elvin Norman (from Nov 2011) (p/t) Zehra Can (until Oct 2011)

5 HEALTH ADVOCACY SERVICE Health Advocates (f/t) Ali Kemal Şahan (p/t) Yüksel Erdoğan (p/t) Gülseven Açıl (p/t) Cemile Özkan (p/t) Gülistan Turan (from Nov 2011) (p/t) Refika Bakır (until Sep 2011) (p/t) Zerrin Altıokka (until Oct 2011) Sessional Health Advocates Zelal Akkulak Meltem Coşkun Meral Bozat (until Oct 2011) DOMESTIC VIOLENCE OUTREACH PROJECT DV Support Workers (p/t) M.H (from Nov 2011) (p/t) Z.C (until Oct 2011) ADVICE SERVICE Advice Workers (f/t) Mikail Kaya (p/t) Cemile Özkan VOLUNTEERS Elvin Norman Trainee Counsellor 5

6 MISSION AND VISION Part in English 6 The word 'Derman' has the same meaning in both Kurdish and Turkish - strength, solution and cure. Derman developed from within the Kurdish, Turkish, and Turkish Cypriot communities and remains firmly based within them. It was set up in Hackney in 1991 in partnership with local GPs and the health authority. Derman exists to provide holistic health and social care services for the Kurdish and Turkish communities to greatly improve the quality of life and to promote the continued well being of people within these communities. Derman's vision is to be: Professional Providing the best possible service in the most effective, professional and caring way to our clients. Inclusive Our vision is to provide a service at no cost and be accessible to all regardless of ethnicity, political or religious background. Community led and community based Our vision is to provide culturally sensitive and linguistically appropriate, responsive services that effectively meet the needs of our communities. EQUALITY AND DIVERSITY Derman exists to provide services and opportunities that promote the well being of the Turkish and Kurdish communities in Hackney and anywhere else in the UK where funding is made available for our services. Derman is fully committed to the broad principles of social justice. This includes the active promotion of equal opportunity in respect to access to and provision of all its services to the community. This applies specifically to members of minority and disadvantaged groups including lesbian, gay, bisexual and transgender individuals and people with disabilities. The needs and rights of Derman s service users are paramount and override all other concerns. Derman is committed to equality and diversity. It aims to ensure that all people and groups of people are treated with the same respect, care, concern and professionalism. It is the responsibility of all employees to accept their personal involvement in and to cooperate with the practical application of this policy. Specific responsibility for its practical application falls upon Derman s Management Committee that has overall responsibility for monitoring the effectiveness of this policy and for implementing an on-going programme of action to make the policy fully operative. To monitor progress in implementing the Equality and Diversity Policy, Derman will collect the following data from people seeking to access its services, apply for employment or contracts with the organisation: a) The ethnic/racial origin of applicants b) The gender and age of applicants c) Whether the applicant is disabled or not d) Sexuality Everyone using Derman s services or applying for jobs with Derman, are encouraged to disclose such personal information voluntarily to enable Derman to monitor the delivery and effectiveness of this policy. If you decline to give this information, it will not be to your disadvantage and will have no bearing on any decisions concerning the application whether it is for jobs or a service.

7 CHAIR S REPORT This past year has been an eventful one for Derman. The current economic climate has meant that we have had to work hard to compete for opportunities to secure funding for our services but at the same time we have had reasons to celebrate considerable achievements. Looking back over the year we have seen Derman continuing to provide our core services which are bilingual health advocacy, counselling, mental health support and outreach, advice and domestic violence outreach work. We have managed this by working in partnership with other organisations. We will continue to build up and maintain positive relationships with other agencies in order to respond jointly to opportunities to tender for providing appropriate and relevant services for the Kurdish, Turkish and Turkish Cypriot Communities. In September last year we celebrated our 20th year of operation. More than 250 people including staff, trustees (both current and former), professionals, service users and many old friends and colleagues joined us to share this special evening. It was an evening of fun, entertainment and nostalgia. In opening speeches we heard the story of Derman s progress from a single advocacy worker 20 years ago to our now large team of advocacy, advice, counselling and mental health outreach and support workers. During the evening we shared memories of those early days as well as enjoying folk songs and dances from well-known local musicians, singers and dancers. The performers included our own Derman chorus, which showed that our staff are not only talented in the delivery of health and social care services but are also extremely talented musicians and singers. We have continued to have cause for celebration as Derman received a Community Achievement Award from the Centre for Turkey Studies and Development. Derman was nominated for this award by members of the public and it is an acknowledgement of our reputation for providing high quality services over more than 20 years to the Turkish, Kurdish and Turkish Cypriot communities. Derman has also achieved the PQASSO quality mark.pqasso (Practical Quality Assurance System) is the leading quality standard developed for the third sector. It is highly regarded within the voluntary sector and recognised by funders and commissioners. We successfully met all the requirements for each of the 12 quality areas and the final report indicated that we have shown particular strength in User-Centred Service, Managing Money, Managing Resources, and Monitoring & Evaluation. Achieving PQASSO level one provides a reflection of the high quality of services offered by Derman and the ways in which the organisation is managed. Within the organisation we have taken time to review and update our policies. We now have an environmental policy and a renewed equality and diversity policy. We have also been working on our Business Plan. To do this we involved all our stakeholders to ensure that we took into account the views of those who support Derman as well as those who benefit from our services. This newly revised Business Plan will help us to focus on our agreed priority areas. We will of course continue with our core service provision. Some additional activities in the year ahead will include the following: Developing and updating our website Producing a DVD illustrating Derman s services Starting a smoking cessation service in Islington Piloting a volunteering service for older people We would not have been able to achieve so much over the past year without the dedication of our staff who have worked extremely hard to ensure Derman continues to provide high quality services to the community. I would like to take this opportunity to say thank you to all of our staff and volunteers for their continued hard work. We are also indebted to our funders who have shown confidence in our abilities to provide our services and have provided the financial support to allow us to continue. I would also like to thank our management committee members for their continued commitment and support throughout the year. I look forward to serving on the management committee for the year ahead and being able to celebrate Derman s continued success as a community organisation. Catriona Scott, Chair 7

8 8 CHIEF EXECUTIVE OFFICER S REPORT This year we celebrated 20 years of Derman s success in serving the Kurdish, Turkish and Turkish Cypriot Communities. We have achieved this through health advocacy, counselling, mental health support, advice and domestic violence outreach services provided by a strong team of staff and trustees who consistently show their commitment and determination. We organised an event to celebrate our success in September 2011 and approximately 250 people attended including former Derman staff, trustees and service users. Most of them expressed their feeling of being proud of having played a part in the development of such effective services for the community. Derman is a unique community organisation which has grown and flourished over in the last two decades by responding to the needs of the Kurdish, Turkish and Turkish Cypriot communities. Derman has built up trust and reputation over many years of dedicated work since its foundation in We enter a period of public cuts and changes to health services and the welfare benefit system. Despite these challenging times Derman managed to consolidate its existing services in the financial year We also continued to build on the reputation of Derman and strengthen partnership work. This year s achievements include: Strategic work: Derman faced significant challenges with public spending cuts, emerge of the big society and Health and Social Care reform. We therefore spent a great deal of time in strategic planning in response to the current climate.as a result, we focused on the following: We have been meeting regularly with a wide range of voluntary agencies to build consortia or partnership work to bid for funding and contracts in the community advocacy and carers tendering. Derman has been invited to give a presentation about smoking and mental health problems of Turkish & Kurdish people to the Scrutiny Board of London Borough of Hackney. Hackney Scrutiny Commission also visited Derman to talk about Community Mental Health services. As part of updating Derman s Business Plan, we had a consultation with staff, trustees and users. We also sought feedback from the health professionals who are familiar with the organisation s work. When we asked for their satisfaction of Derman s services, 95% said they were satisfied. We also spent a quite a lot of time updating our policies and preparing to obtain a Practical QualityAssurance System for Small organisations (PAQSSO) quality mark. Services: The Bilingual Health Advocacy service continued to be in very high demand and provided a service to 3,312 individuals and culminated in 8,191 contacts. The Counselling Service has had a very busy year with 312 referrals. We provided a total of 3,514 counselling sessions this year. The Mental Health Support and Outreach service continued to meet a vital need for people with mental health problem. This service provided a total of 1,306 support sessions. The Advice service has had another highly successful year with 533 people receiving help. It has raised 435,690 in unclaimed benefits for clients. The Domestic Violence Outreach service continues to be a big success. A total of 160 women benefited from the service. Finally, I would like to thank the Board, every member of staff and all the people who use our services for their support and commitment over the last year. My special thanks go to all the funders for their confidence and financial support to Derman. I look forward to continuing to work with DERMAN. Nursel Taş, Chief Executive Officer

9 SERVICE REPORTS MENTAL HEALTH SERVICES Mental Health Services have continued to help people to achieve their optimal level of mental health through providing counselling and mental health support. As Derman s Mental Health Team, we have worked to eliminate stigma and discrimination for people with mental health issues, helped them develop skills to better deal with their difficulties, informed and supported people to access appropriate mental health services despite language barriers, empowered people to participate in the community they live in and sought opportunities to work in partnership with other organisations. The mental health issues we have dealt with have been varied with a marked increase in anxiety due to the changes in the economic climate. This also required Derman services to work more collaboratively to provide a seamless response to our clients needs. We encouraged clients to think about strengthening their ability to cope with whatever challenges come their way. The success of Mental Health Services is mostly dependent on the commitment and dedication of our excellent staff. COUNSELLING SERVICE For the first 3 months of this financial year we had to close our counselling waiting lists due to increase in number of referrals to the service. We worked with almost every conceivable issue, but the largest proportion of our clients presented with depression and anxiety, followed by relationship and family issues, trauma, loss, bereavement, isolation, violence, abuse and identity issues. Our counselling service works within the British Association for Counselling and Psychotherapy s Ethical Framework. This covers issues such as codes of ethics and confidentiality, and the levels of clinical supervision necessary for the counselling work undertaken. Key achievements in this financial year: A total of 312 clients were referred to our counselling service. Female clients (232) outnumbered male clients (80). Around 80 individual counselling sessions were offered every week. 3,278 sessions of individual counselling and 236 group therapy sessions were offered, totaling to 3,514 sessions of therapeutic input. 14 clients received 108 sessions of counseling for problem gambling. These sessions were funded by GamCare. 9

10 Case Study Mr X is a 38-year-old unemployed man, married with two children. His anxiety and anger issues were causing relationship problems with his wife and other people. His biggest struggle was not being able to get out of depression and his suicidal thoughts. He was referred to Derman s counselling service by his GP and was offered 12 weeks individual counselling. When he first came to counselling he said that life was not worth living. He could not deal with his problems on his own. He wanted to control his anger and find a job so that he could provide a better life for his family and regain his confidence. Throughout the counselling sessions, we explored barriers before his job seeking. As the sessions progressed he gained courage and started to look for a job. His confidence increased and he became more positive about the future. He was able to manage his anger and his relationship with his wife improved. Before his counselling sessions came to an end he found a part-time job. 10 Service Users Comments The support I received during group therapy was amazing. In the past I could not join groups, and when I did I would not be able to speak to people; I would get nervous and panicky and I would want to run away. With group therapy I started to interact with people. Even the tension in my body is much less than before. Service User, Male / 48 Counselling has taught me to love myself and stand up for myself. I gained a lot of self confidence I cannot say I am completely healed, I think I still have a long way to go. But because of counselling I am able to stand up on my two feet and see the way ahead of me Most importantly I have learnt to stay strong even when faced with the biggest problems. Service User, Female / 26 MENTAL HEALTH SUPPORT AND OUTREACH SERVICE Despite 10% cut in its budget, our Mental Health Support and Outreach Team continued to work with our clients with dedication. Our team is available for any queries, employment, housing, health or educational issues etc., clients may have. Our team provides a vital and crucial service to ensure that clients needs are met and preventative measures are taken.

11 Key achievements in this financial year: 698 individual sessions were provided in a number of venues. 440 sessions were offered over the telephone. 168 sessions were delivered jointly. This joint working enables us to share and communicate information with other health professionals in order to provide the best care for the client. We ran a mental health awareness session every month on different topics. These sessions were attended by an average of ten people. The support provided at these regular meetings encourages clients to build their self-esteem and to live a more active and involved life. We ran a weekly walking group for 7 weeks between September November 2011 We collaborated with Thames Reach and organised two outings to British Museum for our clients. Case Study Ms X is a single mother with two children. She had financial difficulties and health problems she could not cope with and as a result she felt depressed. She was referred to Derman s Mental Health Support and Outreach team. During the first session we identified her emotional, physical and financial needs and how we could approach them. This was all written on a support plan with her. Her benefit payments were irregular and this fuelled her anxiety. Her health problems, especially her back pain, made it difficult for her to do her daily chores and look after her children. Because she felt exhausted and distressed, she would get angry very quickly and then she would regret it. We offered Ms X regular appointments every other week for six months. She was informed about the pending changes that will take effect in 2013 for the benefit system. We explained her how she could claim and handle her benefits. We helped her gain skills so that she was equipped to book her appointments, read her letters and, in short, manage her daily life. Ms X started to receive physiotherapy sessions. When she realised that she was benefiting from exercising she took up swimming as well. When she realised how judgemental she was towards herself, she decided to become more tolerant. She started to take control of her life from booking her GP appointments to attending her English classes regularly. When asked how Derman s Mental Health Support and Outreach contributed to her life, she said: I feel valued and valuable. Service User s Comment Before I was referred to Derman I had a lot of problems and felt like I lost my way in the dark I can honestly say that it is due to Derman s Mental Health Support Team s support and help that I am still alive. They helped me with my correspondence with authorities which was always a great cause of anxiety. Derman represents hope for the future for me. I cannot thank them enough. Service User, Male / 47 11

12 BILINGUAL HEALTH ADVOCACY SERVICE Bilingual Health Advocacy Service provides support to Kurdish, Turkish, and Cypriot Turkish people living in Hackney to access Primary Care Health Services. Our advocates support both patients and carers, ensuring that their viewpoints are known and provides interpreting for them in their consultations with the health professionals. We are there to enable and empower our service users to make informed choices. In this financial year the demand was high on our service as always. Changes in economic climate, changes in welfare benefit system and reductions on the services made a huge impact on our service users mental and physical health. According to this financial year s data most common complaints and conditions were as follows: Depression / Mental Health Problems Diabetes and Cholesterol Women Health Problems Back Pain and pain in general Stomach / Bowel problems Cold / Flu, Infection Asthma and Skin Conditions Blood Pressure and Heart problem Headache Obesity / Weight Problem Key achievements in this financial year: Bilingual Health Advocacy Team provided service to 3,312 individuals in Hackney culminating in 8,191 contacts. We provided our services from 13 different GP surgeries. We jointly facilitated Culturally Specific Health Support Groups for people with chronic pain in partnership with Tavistock. Service Statistics for the financial year 12

13 Case Study Mrs. X 68 years old Turkish woman with a grandson. Do not speak English and illiterate in Turkish. She is also diabetic. Diabetic is one of the most common condition within our communities. Mrs. X s GPwas about to start her on insulin when we saw her at the consolation with her GP. Her blood sugar was very high for some time and was not getting under control with the medication she was prescribed. The GPdid refer her to the District Nurse to do a home visit to teach her how to use the insulin beforehand but there was no interpreter with the nurse so they could not understand each other. If there was an interpreter Mrs. X would have told that she had once borrowed and used her sister s insulin and had a very bad reaction to it. She told this to the GP through our advocate and she was advised on the risks of using others medication by the GP. Our Health Advocate offered an appointment to Mrs. X to assess her life circumstance and difficulties on managing her condition and taking her medication in this consultation. Findings of the assessment: * She was not taking her medication regularly. There was no one to help her to take her medication. Due to the language barrier and being illiterate, Mrs. X could not read the prescription and the instruction on the medication. * She had limited knowledge and awareness of her condition. Actions taken by our Health Advocate: * Suggestions made to her GP and to nurse for arrangement of a dosset box for her medication. * Teaching her how to use the dosset box. * Automatic pharmacy collection arranged for her prescription. Some of the outcome of our service to both the patient and the GP: * Right diagnosis and right treatment. * Mrs. X started taking her medication regularly and correctly. * Follow up blood test after 4 weeks showed the blood sugar had dropped down considerably, which meant that she did not need to start to the insulin. *Her health improved. Her knowledge and awareness increased to manage her condition. Her access to health services improved Service Users Comments This service is very important. Too many people do not speak English and we prefer face to face service instead of telephone interpreting which is often used by GPs, but the interpreter on the phone does not understand us. Derman s Bilingual Health Advocate gives information and advice and provide support as well as interpreting for us. They understand us and helps us to tell the doctor what we want. Service User, Male / 57 In my GP there is a need to increase health advocacy hours. I find Advocacy Service very helpful. It helps me to talk about my health problems in details with my doctor. Thanks a lot for everything! Service User, Male / 50 Advocacy is essential in management of complex physical and psychosocial problems in this patients group. This is not adequately addressed by phone translation services when available. Increased availability of advocacy improve management of chronic disease and psychological issues. Also availability of advice and benefit services through Derman extremely important to reduce time spent inappropriately with clients. GP, Well Street Surgery 13

14 DOMESTIC VIOLENCE OUTREACH PROJECT The aim of the Domestic Violence and Outreach Project aims to empower Kurdish, Turkish and Turkish Cypriot women who are survivors of domestic violence and sexual violence, forced marriage and honour based violence in Hackney. We deliver women centred linguistic and culturally sensitive support including advice, outreach, referral and drop in services for those affected by domestic violence, honour based violence, forced marriage and rape, sexual abuse to improve access to services and knowledge of rights and promotion of safe choices, emotional health and well-being. We respond to domestic abuse through common risk assessments framework, cross referral protocols and sharing expertise & skills, including with other black and ethnic minority service providers. More specifically the service is included one to one support, group support and awareness raising works. Key achievements in this financial year: Domestic Violence and Outreach Service overachieved the targets and supported 160 women in this financial year. We ran 2 self support group We organised 5 awareness raising meetings We continued to develop partnership and joint work with other DV agencies. Service Statistics for the financial year One to one support - 65 women benefited from the service 2 Group work - total 22 sessions 5 Awareness meetings - 73 women attended Total number of women we reached: 160 Case Study Ms X is 30 years old Kurdish woman with three children. Domestic violence began very soon after marriage. Our Intervention and outcomes achieved: Risk assessment and management planning. Making a referral to MARAC as she is at high risk of violence Partnership working with Social Services in relation to child protection issues Ms X to move into refuge in London. We continued to support X for re-housing process. We provided advice and practical help for her making homelessness Her application for re-housing was successful. Ms X is currently living independently with her children safely in her accommodation provided by the local authorities. Service Users Comments I felt very good when I was sharing my experiences with other women who was going through similar experiences. I met new friends I felt my problems were eliminated we gained lots of knowledge on different issues Without DERMAN s support I would not have been able to get the courage to leave my abusive and violent relationship. 14

15 ADVICE SERVICE Derman gives an accessible, high quality, free, professional, general, independent advice service and impartial information to Kurdish, Turkish, Turkish Cypriot and the other Turkish-speaking clients from Eastern European countries who live in City and Hackney. The aim of Derman s Advice Service is to give information, guidance and practical help on social and welfare rights and entitlements. This service is instrumental in radically reducing poverty within our communities. Our Advice Service is designed to give information and guidance on welfare rights, housing, homelessness, debt and the consumer areas. We do fill in various forms for our clients, make phone calls on their behalf; write, read, explain and translate their letters. We also take action on behalf of clients in order to move their cases on toappeal Service. As always, there was a big demand for our professional, quality and effective advice service from Kurdish, Turkish and Turkish Cypriot Communities. We provided drop-in sessions for urgent issues as well as appointment base sessions and, continued to provide telephone advice session regularly on Friday mornings. Despite working in a reduced capacity due to funding cuts in the beginning of the financial year, ouradvice team worked hard to manage reducing poverty within our communities and raised living standard of our service users and their families. In this financial year, changes in the benefit system brought in a huge impact on our service users life. We provided information and support for them to understand and adapt the changes in the new system and we helped them to access the services. Key achievements in this financial year: Advice team managed to secure around 435, 690 in benefits for our service users in this financial year. We assisted to increase quality of life and reduced poverty for clients especially with disability/illness and succeeding in reducing family poverty levels and raised child welfare level for clients. We improved our clients income by securing new or in creased benefits, recovery of lost benefits and clearing of debts. We prevented clients from being homeless by providing advice, information and assistance for service users housing problems (rent arrears/debt). We assisted clients to either remain in their current accommodation or access a suitable housing options from local housing service by assisting them for housing application. We achieved accommodation allocations for clients in priority from local housing services. Through service users consultation meetings, we increased the awareness and information level of clients regarding the welfare benefits system, the changes taking place, how to access the system and improving communications between the clients and statutory agencies. We organised 2 consultation meetings with the service users in this financial year: 1st Consultation Meeting held in June 2011 at Derman and 22 service user attended. We gave information on recent changes of Housing and Council Tax Benefit, Child Benefit, Income Support, Single Parent benefit and Employment and Support Allowance. 15

16 2nd Consultation Meeting held in December 2011 also at Derman and 11 service user attended to this meeting. Information was given about the Pension Credit, State Pension system and the recent changes on the benefits and new age rules to qualify for these benefits by our advice workers. In these meetings, we also discussed about Derman s advice service, collected feedbacks, comments, suggestions from the service users to improve our service. Service Statistics for the financial year: 16 Case Study Ms X is 47 years old single parent who lives with her 20 year old daughter. She was asked to pay back 1,699 to HMRC as overpayment which she had received as child benefit in When we checked all the documents about the case in detail, we noticed that there was an official error. In those documents, there was a mistake in her daughter's leaving date from school. Following this finding we challenged the Child Benefit Office s claim of overpayment. We asked the records of her daughter s education period at her college and from Hackney Learning Trust to check the dates. When we received the documents, we also noticed that they had stopped her child benefit even earlier let alone overpayment, which means Child Benefit Office did owe some child benefit money to her. So we asked HMRC to write off their claim of child benefit overpayment and pay the backdated child benefit money to her. As a result of our work, Child Benefit Office withdraw their claim of overpayment and also paid 700 child benefit to the client, which she was not even aware of it. Our support brought a huge relief to the client for not to have to pay the unjust overpayment and regaining backdated child benefit. Service User s Comment This service helped me in the most difficult period of my life. In that period, I was misguided, misinformed and treated unfairly. Derman s Advice Service defended my rights and appealed against the wrong decisions on my behalf, informed and guided me properly throughout the appeal process. I would like to thank them for providing a very valuable service. However, I think there is a gap in this service. Derman should bring new ways of delivering the service. Firstly, home visit can be introduced to fill the forms, provide information and make the applications at users home for people who are very ill. Secondly, there is a need for increased advice hours. Service User, Male / 50

17 GÖREVİMİZ VE AMACIMIZ Türkçe Bölüm 1991 den beri Kürt, Türk ve Kıbrıslı Türk toplumların hizmetindeyiz. Derman kelimesi hem Kürtçe'de hem de Türkçe'de aynı anlama gelmektedir: güç, çözüm ve şifa. Derman Kürt, Türk ve Kıbrıslı Türk toplumları içinde gelişmiş ve hala sağlam bir şekilde bu toplumlar içinde yer almaktadır yılında Hakney'de yerel mahalle doktorları ve Sağlık Müdürlüğü ortaklığı ile kurulmuştur. Derman'ın var olma nedeni, Kürt ve Türk toplumlarının yaşam kalitesini önemli ölçüde yükseltmek ve bunun devamını sağlamak için bütünlüğe dayalı sağlık ve sosyal bakım servislerini sunmaktır. Derman: Profesyonelliği Servislerimizi etkin, profesyonel ve özenli bir şekilde servis kullanıcılarına sunmayı, Kapsamlılığı Öngördüğümüz, din, politik görüş ve etnik köken ayrımı gözetmeksizin servis verdiğimiz toplumlara ücretsiz hizmet vermeyi, Toplum tarafından yönlendirilmeyi ve toplum merkezli olmayı Toplumların ihtiyaçlarını karşılayabilecek, kültürel olarak hassas ve dil yönüyle uygun, uyumlu servisler temin etmeyi hedefler. EŞİTLİK VE FARKLILIK Derman ın var olma nedeni, Kürt ve Türk toplumlarının sağlığı ve mutluluğu için, Hackney de ve parasal kaynağın sağlandığı Birleşik Krallık ın herhangi bir bölgesinde, toplumun ihtiyacını en iyi karşılayacak servisleri sağlamaktır. Sosyal adalet ilkelerini destekliyoruz ve toplumlarımızın, hiçbir ayrılık gözetmeksizin, her bireyinin servislerimizden eşit ve en iyi şekilde yararlanması için çalışıyoruz. Derman eşitlik ve farklılık ilkesine bağlıdır. Amacı bütün insanlara ve gruplara aynı biçimde saygılı, yakınlık göstererek ve profesyonelce davranmaktır. Görevlerini, bu kurallar çerçevesinde yerine getirmek bütün çalışanların sorumluluğudur. Bütün bu kuralların etkili bir şekilde uygulanıp uygulanmadığını ve bunun pratik yansımalarını denetlemek Derman yönetim kurulunun özel sorumluluğudur. Bu fırsat eşitliği ilkesinin doğru uygulandığını gözlemlemek için Derman servisini kullanan, işe başvuran veya bizimle ortak iş yapan bütün kuruluşlardan aşağıdaki bilgileri isteriz. a) Başvuranın etnik / ırk kökenini b) Cinsiyet ve yaşını c) Engelli olup olmadığını d) Cinsel tercihini Derman bu kuralın uygulanırlığını ve etkisini izleyebilmek için servislerini kullanan ve işe başvuran herkesin bu bilgileri kendi isteğiyle vermelerini teşvik eder. Bu bilgileri vermeyi red etmeniz servislerimizi kullanmanızı veya iş başvurunuzda sizinle ilgili kararı hiçbir şekilde etkilemez. 17

18 18 YÖNETİM KURULU BAŞKANINDAN Geçen yıl Derman için önemli olaylarla dolu yoğun bir yıl oldu. İçinde bulunduğumuz ekonomik durum servislerimizin devamı için gerekli finansal destekleri sağlamak için daha sıkı çalışmamızı gerektirdi. Fakat aynı zamanda da önemli başarılarımızı kutlamak için bir çokta nedenimiz vardı. Geçen yıla dönüp baktığımızda Derman ın sağlık danışmanlığı, konuşma ile terapi, ruh sağlığını destekleme ve geliştirme, sosyal haklar danışmanlığı ve şiddet gören kadınlara destek projesi gibi ana servislerini devam ettirdiğini gördük. Bunu diğer kuruluşlarla yaptığımız ortak calışmalar sayesinde sağladık. Kürt ve Türk toplumlarının ihtiyaçlarına uygun servisleri sağlamak için diğer kurum ve kuruluşlarla olan olumlu ilişkilerimizi geliştirmeye ve ortaklaşa ihale başvuruları yapmaya devam edeceğiz. Geçen Eylül ayında 20 inci kuruluş yılımızı 250 den fazla eski/yeni çalışanımız, yönetim kurulu üyeleri, değişik kuruluşlardan profesyoneller, servis kullanıcılarımız ve daha birçok eski/yeni arkadaşımızın katıldığı eğlence ve nostalji dolu özel bir geceyle kutladık.açılış konuşmalarında Derman ın 20 yıl önce bir çalışan ile başlayan; bugün sağlık danışmanlığı, konuşma ile terapi, ruh sağlığını destekleme ve geliştirme ve sosyal haklar danışmanlığın dan oluşan hizmetlerinin genişleyerek büyümesinin hikayesini dinledik. Gece boyunca hem ilk günlerin anılarını paylaştık hem de Derman çalışanlarından oluşan Derman korosunun, diğer local müzisyenlerin, şarkıcıların ve dansçıların türküleri, şarkıları ve danslarıyla eğlendik. Derman olarak Türkiye Araştırmaları ve Kalkınma Merkezi tarafindan verilen Toplumsal Başarı Ödülünü almak bizim için bir övünç kaynağı oldu. Hayır Kurumları dalında halkımızın bizi aday göstermesi; 20 yıldır Türk, Kürt ve Kıbrıslı Türk toplumlarına sunduğumuz hizmetlere bir teşekkür olarak bu ödüle layık görülmemiz kutlama yapmak için bir başka nedendi. Derman aynı zamanda PQASSO kalite belgesini almayı da başardı. PQASSO (Kalite Güven Sistemi) 3 üncü sektör olarak kabul edilen gönüllü kuruluşlar için geliştirilmiş bir kalite standart belgesidir. PQASSO kalite belgesi gönüllü kuruluşlar sektörü içinde çok büyük bir öneme sahip olmakla beraber finans kurumları arasında da geçerliliği olan bir belgedir. PQASSO yu oluşturan 12 değişik kalite alanı için gerekli tüm şartları başarı ile tamaladık. Final raporu bu 12 kalite alanından özellikle servis kullanıcı merkezli hizmet, paranın kullanımı, imkanların kullanımı ve denetleme & değerlendirme alanlarında çok başarılı olduğumuzu gösterdi. PQASSO seviye 1 kalite belgesini almak Derman olarak verdiğimiz yüksek kaliteli servislerin ve idari anlamda da başarılı bir şekilde yönetilen bir kurum olduğumuzun açık bir göstergesidir. Çalışma ilkelerimizi tümüyle gözden geçirip güncelledik. Şimdi çevre ile ilgili yeni bir çalışma ilkemiz var; eşitlik ve farklılık çalışma ilkemizide yeniledik. Ayrıca iş planımız üzerindeki çalışmalarımıza da devam ediyoruz. Dermanla ilgili-servis kullanıcıları / mali destek sağlayanlar-herkesi bu sürece dahil edip Derman ve Derman ın geleceği ile ilgili görüşlerini almaya özen gösterdik. Yeni gözden geçirilmiş bu iş planı, öncelik verilmesinde hemfikir olunan alanlara daha fazla odaklanmamıza yardımcı olacaktır. Tabii bu arada ana servislerimizi vermeye devam edecegiz. Önümüzdeki yıl içinde yapacağımız çalışmalardan bazıları aşağıda: İnternet sitemizi geliştirmek ve yenilemek Derman servislerini tanıtan bir DVD hazırlamak İslington bölgesinde sigarayı bırakma servisini başlatmak Yaşlılar için deneme amaçlı gönüllülük projesini başlatmak Özverili bir şekilde çok çalışarak topluma yüksek derecede kaliteli hizmetler sunan derman çalışanları olmadan geçen yıl ki bütün bu başarılara ulaşamazdık. Bu vesileyle bütün Derman çalışanlarına çok teşekkür ediyorum. Ayrıca bizim yeterliliğimize güvenerek servislerimizin devamlılığı için sağladıkları mali yardımlarından dolayı finans kurumlarına da minnattarız. Yönetim kurulu üyelerine de yıl boyunca gösterdikleri destek ve bağlılık için teşekkür etmek istiyorum. Önümüzdeki yıl da bir toplum kuruluşu olarak Derman ın başarılarını kutlamak üzere yönetim kurulundaki görevime büyük bir zevkle devam edeceğim. Catriona Scott, Yönetim Kurulu Başkanı

19 GENEL MÜDÜRÜN RAPORU Bu yıl Kürt, Türk ve Kıbrıslı Türk toplumlarına hizmet veren Derman ın kuruluşunun 20. yılını kutladık. Biz bu başarıyı, kararlı Derman yöneticilerimiz ve fedakar çalışma ekibimizin sunduğu sağlık danışmanlığı, konuşma ile terapi, ruh sağlığı destek, sosyal haklar danışmanlığı ve şiddete karşı yardım hizmetlerimizle sağladık. Bu başarımızı kutlamak için Eylül 2011 de gerçekleştirdiğimiz etkinliğe eski ve yeni tüm Derman çalışanları, yöneticileri ve servis kullanıcıları olmak üzere yaklaşık 250 kişi katıldı. Katılanların çoğu toplum için böylesi etkili hizmetlerin gelişmesinde rol aldıkları için gurur duyduklarını dile getirdiler. Derman Kürt, Türk ve Kıbrıslı Türk toplumlarının ihtiyaçlarına yanıt veren ve son yirmi yıl içinde gelişip büyüyen yegane toplum kuruluşudur. Derman 1991 de kurulduğundan bu yana uzun yıllar özverili çalışmalarıyla büyük bir itibar kazanmıştır. Sağlık servislerinden, sosyal haklardan ve kamu hizmetlerinden kesintilerin olduğu bir döneme girdik. Böylesi zor koşullarda Derman mali yılında mevcut temel servislerini pekiştirmeyi başardı. Ayrıca da itibarını daha da yükselterek diğer kuruluşlarla ortak çalışmalarını güçlendirdi. Bu yıl ki başarılarımız şunlardır: Stratejik çalışma: Kamu harcamalarındaki kesintiler ve Sağlık ve Sosyal Yardımlar alanındaki reformlar nedeniyle bazı zorluklarla karşılaştık. Bunlara yanıt bulabilmek için stratejik planlarımıza zaman ayırdık. Bunun sonucu olarak aşağıdaki noktalara odaklandık: Diğer gönüllü toplum kuruluşlarıyla işbirliği yapmak için düzenli görüşmelerde bulunarak, toplum danışmanlığı ve bakıcılara yönelik hizmet vermek için ortak ihalelere katıldık. Hackney Belediyesi Tetkik Kurulu tarafından Türk ve Kürt toplumlarında ruh sağlığı ve sigara kullanılmasıyla ilgili sunum yapmak için davet edildik. Ayrıca bu Tetkik Kurulu toplum ruh sağlığı hizmetleri hakkında Derman çalışanlarının ve servis kullanıcılarının görüşlerini almak üzere Derman ı ziyaret etti. Derman İş Planını güncelleştirmek için yönetim kurulu, çalışanlar ve servis kullanıcılarıyla bir dizi toplantılar düzenledik. Ayrıca Derman ın çalışmalarını yakından tanıyan sağlık çalışanlarıyla bir anket yaptık. Derman hizmetleriyle ilgili görüşleri sorulduğunda, profesyonellerin %95 i memnun olduklarını belirtti. Çalışma ilkelerimizi güncelleştirmek ve PQASSO kalite belgesini elde etmek için yoğun çalışmalarda bulunduk. Servislerimiz: Sağlık Danışmanlığı servisimiz çok yüksek bir taleple devam etti ve toplam 3,312 kişiye 8,191 kez hizmet verildi. Konuşma ile Terapi servisi 312 kisiye hizmet vererek yoğun bir yıl geçirdi ve toplam 3,514 terapi seansı sağladı. Ruh Sağlığı Destekleme ve Geliştirme servisi ruhsal problemleri olan kişilerin ihtiyaçlarını çözmeye yönelik olan bu hizmetimiz toplam 1,306 seans sundu. Sosyal Haklar Danışmanlığı servisi 533 kişiye hizmet vererek başarılı bir yıl geçirdi ve toplam 435,690 devlet yardımı sağladı. Şiddete Karşı Yardım ve Destek projesi başarılı bir yılı geride bıraktı ve toplam 160 kadın bu hizmetten faydalandı. Son olarak da Yönetim Kurulu üyelerini, tüm Derman elemanlarını özverili çalışmalarından dolayı ve servis kullanıcılarına da gösterdikleri destekten dolayı teşekkür ediyorum. Ayrıca bize güvenerek mali destek vermeye devam eden finans kurumlarına da teşekkürlerimi iletiyorum. Derman a yeni dönemde de hizmet vermek dileğiyle! Nursel Taş, Genel Müdür 19

20 20 SERVİS RAPORLARI RUH SAĞLIĞI SERVİSLERİ Derman ın Ruh Sağlığı Servisleri Hackney de yaşayan Türk, Kürt, ve Kıbrıslı Türk göçmen ve mültecilere konuşma ile terapi ve ruh sağlığı destek ve geliştirme servisleri sunmaktadır. Ekip olarak öncellikle hedeflerimiz şunlardır: Ruh sağlığı sorunlarına gösterilen ön yargıyı ve ayrımcılığı azaltmak, Ruh sağlığı sorunu yaşayan kişilere hayatlarını daha iyi sürdürmeleri için beceriler kazandırmak, Kişileri dil sorununa rağmen kendileri için en uygun servisler konusunda bilgilendirilmek ve bu servislere ulaşabilmelerini sağlamak, Kişileri içindeki yaşadıkları toplumdaki sorumluluklarını üstlenebilmeleri için desteklemek, Sağlık servisi sunan diğer kurumlarla çalışmak. Tüm dünyayı içine alan ekonomik krizin yansıması olarak danışanlarımızdaki endişe sorunlarında bir artış gözlemledik. Bu da Derman servislerinin kendi içindeki işbirliğinin önemini bir kez daha gözler önüne serdi. Ruh Sağlığı Servislerimizin başarısı terapist ve ruh sağlığı destekleme ve geliştirme görevlisi olarak çalışan ekip elemanlarımız büyük bir özveriyle sürdürdükleri çalışmalar sayesindedir. KONUŞMA İLE TERAPİ SERVİSİ mali yılının ilk üç ayında servisimize yönlendirilen yeni havaleleri geri çevirmek zorunda kaldık. Bunun sebebi bekleme listelerindeki kişilerin sayısındaki artıştı. Depresyon, endişe bozuklukları, ilişki problemleri, travma, kayıp, yas tutma, yalnızlık, ve kimlik sorunları en çok çalıştığımız konulardır. Bu konular birbirleriyle yakından ilintili olduklarından kişiler servisimize genelde birden çok sorunla havale edilmektedirler. Konuşma ile terapi servisimiz British Association for Counselling and Psychotherapy nin ( Britanya Psikoterapi Kurumu) üyesi olup onun belirlediği meslek ahlakı, gizlilik ilkesi çerçevesinde çalışmaktadır mali yılında yaptığımız çalışmalardan örnekler Servisimize 312 kişi havale edildi. Kadın danışanlarımızın sayısı (232 kişi) erkek danışanlarımızın sayısından (80 kişi) fazlaydı. Her hafta ortalama 80 seans konuşma ile terapi sunduk. Yıl boyunca öngörüşmeler de dahil olmak üzere toplam 3,514 seans yapıldı. Bunun 3,278 seansı bireysel, 236 seansı da grup terapi olarak sunuldu. Kumar sorunuyla bize başvuru yapan 14 kişiye 108 seans bireysel terapi verildi. Bu seanslar GamCare in mali desteğiyle gerçekleşti. Çalışmalarımızdan bir Örnek Bay X 38 yaşında, evli, iki çocuklu ve işsiz. Bay X son derece kaygılı ve öfkeliydi. Bu da eşi ve diğer insanlarla ilişkilerini bozuyordu. En büyük problemi bir türlü kurtulamadığı depresyonu ve intihar düşünceleriydi. Bay X konuşma ile terapi servisimize mahalle doktoru tarafından yönlendirildi ve kendisine 12 hafta boyunca bire bir terapi verildi. Bay X konuşma ile terapiye ilk başladığında hayatının yaşamaya değer olmadığını söylemişti. Sorunlarıyla başedemiyordu. Öfkesini dindirmek ve çalışmak istiyordu. Ailesine daha iyi bir yaşam sağlamak ve kendine güvenini yeniden kazanmak istiyordu.

21 Konuşma ile terapi seansları boyunca iş aramasının önündeki engellere bakıldı. Seanslar ilerledikçe, bay X iş aramak icin cesaret kazandı. Kendine güveni arttı ve geleceğe umutla bakmaya başladı. Öfkesini daha iyi kontrol etmeye başardı ve eşiyle ilişkisi düzeldi. Seansların bitimine doğru da yarım zamanlı bir iş buldu. Servis Kullanıcı Yorumları Grup terapisi beni birçok alanda müthiş bir şekilde destekledi. Önceden insanların arasına giremez, girsem de konuşamazdım; heyecanlanır, panik yapar, oradan kaçmak isterdim. Grup terapisi sayesinde insanlarla iletişim kurmaya başladım. Vücudumdaki gerginlikler bile azaldı. Service Kullanıcı, Erkek / 48 Terapi sayesinde kendimi sevmeyi, haksızlıklar karşısında sessiz kalmamayı öğrendim. Özgüvenim arttı Henüz tam anlamıyla iyileştim diyemem, önümde daha çok yol varmış gibi geliyor. Ama terapi sayesinde ayakta durup önümdeki yolu daha net görebiliyorum En önemlisi başıma gelen en büyük zorluklarla bile mücadele etmem gerektiğini öğrendim. Service Kullanıcı, Kadın / 26 RUH SAĞLIĞINI DESTEKLEME VE GELİŞTİRME SERVİSİ Bu servisimiz bütçelerindeki %10 luk kesintiye rağmen özveriyle çalışmalarını sürdürdü. Danışanlarımızın ev, iş, sağlık ve eğitimle ilgili birçok sorusuna çözüm üretmeye devam etti. Servisimiz danışanlarımızın ihtiyaçlarının belirlenmesinde ve sorunların kalıcı hale dönüşmesinin engellenmesinde çok önemli bir rol oynamaktadır mali yılında yaptığımız çalışmalardan örnekler Farklı mahalle doktorlarında 698 bireysel destek seansı verildi. 440 saatten fazla telefon desteği sağlandı. 168 seansta başka sağlık profesyonelleriyle çalıştık. Bu tarz ortak çalışmalar danışan için en uygun desteğin bellirlenmesi için çok önemlidir. Toplumumuzda yaygın olan sorunların sebeplerini, beraberlerinde getirdikleri riskleri ve koruyucu önlemleri içeren aylık bilgilendirme toplantıları düzenledik. Bu toplantıların temel amacı kişilerin kendine güvenlerini artırmak ve yaşama daha aktif bir şekilde katılmalarına yardımcı olmaktır. Eylül Kasım 2011 arası 7 hafta süren bir yürüyüş grubu düzenlendik. Thames Reach le ortak bir çalışma çerçevesinde danışanlarımızı iki kez Britanya Müzesi ne götürdük. Çalışmalarımızdan bir Örnek Ms X, iki çocuğuyla yalnız yaşayan bir annedir. Yalnız anne olmanın güçlüklerine bir de ekonomik ve sağlık problemleri eklenince depresyona girdi. Bu zor süreçte yardıma ihtiyacı olduğunu hissetti ve Derman ın Ruh Sağlığını Destekleme ve Geliştirme servisine sevk edildi. İlk görüşmede bayan X ile beraber bir destek planı yapıldı. Bu planda ayrıntılı bir şekilde bayan X in duygusal, fiziksel ve ekonomik problemleri belirlendi; çözüm yolları araştırıldı. Ev ve işsizlik yardımlarındaki düzensiz ödemeler X de kaygı yaratmaktaydı. Sağlık problemleri özellikle bel ağrısı gündelik işlerini yapmasını ve çocuklarına bakmasını zorlaştırmaktaydı. Aşırı yorgunluk ve stress altında olması sebebiyle çabuk sinirleniyor sonra da bundan pişmanlık duyuyordu. 21